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Moving beyond the direct impact of using CRM systems on frontline employees' service performance: The mediating role of adaptive behaviour.

Renee Rui ChenCarol Xiaojuan OuWei WangZhuo PengRobert M. Davison
Published in: Inf. Syst. J. (2020)
Keyphrases
  • management system
  • expert systems
  • neural network
  • information technology
  • complex systems
  • adaptive systems
  • service systems
  • economic impact
  • web services
  • computer systems
  • service delivery
  • service requirements